Your Rights & Responsibilities

VANCOUVER HOME HEALTH CARE AGENCY supports the principle that each Patient has the right to dignity, respect, and involvement in his or her plan of service. The Patient has the right to be informed of his or her rights. The agency will protect and promote the exercise of these rights. The agency will provide the Patient with a written notice of the Patient’s rights in advance of furnishing care to the Patient or during the initial evaluation visit before the initiation of treatment.

The admitting RN Case Manager or Clinical Supervisor will review a written Patient Bill of Rights with the Patient prior to initiating service. The Patient or their legal guardian will sign the form and will be given a copy. The text of the Patient Bill of Rights conforms to/or state mandates, if required. Agency admission is non-discriminatory. The agency will inform the Patient, orally and in writing, of any liability for payment not covered by insurance prior to the start of service or within 30 days of the agency learning that there will be Patient liability for payment.

To promote the ability of the Patient/representative to understand and exercise their rights.

Review

(a) The admitting RN, Case Manager or Clinical Supervisor will review the Patient Bill of Rights with the Patient/representative and make a “good faith” effort to obtain a signed acknowledgement of receipt of the document.

(b) Special reference will be made to the section regarding the grievance procedure.

(c) For group services, such as flu clinics, the Patient Bill of Rights will be displayed in a public area accessible to the Patients being served.

Patient Rights

WAC 246-335-075

Bill of rights.

(a) An in-home services licensee at the time of admission must provide each patient , or designated family member with a written bill of rights affirming each individual’s right to:

(b) A listing of the services offered by the in-home services licensee and those being provided;

(c) The name of the individual supervising the care and the manner in which that individual may be contacted;(c) A description of the process for submitting and addressing complaints;

(d) Submit complaints without retaliation and to have the complaint addressed by the licensee;

(f) A statement advising the patient, or designated family member of the right to ongoing participation in the development of the plan of care;

(g) A statement providing that the patient, or designated family member is entitled to information regarding access to the department’s listing of providers and to select any licensee to provide care, subject to the individual’s reimbursement mechanism or other relevant contractual obligations;

(h) Be treated with courtesy, respect, privacy, and freedom from abuse and discrimination;

(l) Be cared for by properly trained personnel, contractors and volunteers with coordination of services;

(m) A fully itemized billing statement upon request, including the date of each service and the charge. Licensees providing services through a managed care plan are not required to provide itemized billing statements; and

(n) Be informed about advanced directives and the licensee’s responsibility to implement them.

To have his/her property treated with dignity and respect.

Receive written information describing the agency’s complaint procedure that includes the contact information, contact phone number, hours of operation, and mechanism(s) for communicating problems.

To voice to the agency and receive timely investigation by the agency of all complaints and grievances regarding treatment or service that is or fails to be furnished or regarding the lack of respect for property by anyone who is furnishing services on behalf of the agency. Patient will not be subjected to discrimination or reprisal for voicing a complaint. Agency will document both the complaint/grievance and resolution.

Exercise his/her rights as a home health agency Patient.

To be involved in developing his/her home health written plan of service.

To be informed in advance of the disciplines that will furnish service, the frequency of visits, and is able to identify personnel through proper identification.

To be advised in advance of any change in the plan of service before the change is made.

To be advised in advance of the right to participate in planning the service and treatment and making changes in the service and treatment.

Choose his/her attending physician.

To be free from mistreatment, neglect, or verbal, mental, physical, or sexual abuse, including injuries of unknown source and misappropriation of Patient property.

To be advised prior to the start of service, of the availability of the Washington State Department of Health toll-free home health hotline at 1-800-633-6828 and the purpose of the hotline to receive complaints or questions about the agency, including but not limited to advance directive requirements and/or complaints. Patients can fill out a complaint formor visit the websitefor more information and/or to view frequently asked questions.

To have a confidential clinical record and PHI, with access to or release of permitted only as allowed by federal rule CFR 45, parts 160-164, current HIPAA regulations, and agency Notice of Privacy Act Practices.

Refuse service or treatment and the ramifications of the refusal.

To be informed orally and in writing of the physician ordered services that may be covered under insurance and any services, which may not be available.

Receive information about the services available and limitation of access to services.

To be advised that the agency complies with Subpart 1 of 42 CFR489 and receive a copy of the agency’s written policies and procedures regarding advance directives, including a description of an individual’s right under applicable state law and how such rights are implemented by the agency including community education.

To be informed, orally and in writing, before service is initiated, of the extent to which payment may be expected from any local, state, or federally funded programs known to the agency.

To be informed, orally and in writing, of charges for service that will not be covered and what the Patient will have to pay.

Upon request, receive a fully itemized billing statement including the date of each service and the charge. Licensees providing services through a managed care plan are not required to provide itemized billing statements.

To be informed, orally and in writing, of payment change information as soon as possible, but no later than 30 days from when the agency learned of the change.

To be referred to another agency if the Patient is not satisfied or if this agency cannot meet the Patient’s needs.

To inform staff of their health history, including past hospitalization, illnesses, injuries.

To involve themselves and/or Caregiver, as needed and as able, in developing, carrying out, and modifying their home care service plan.

To review the Agency’s information on maintaining a safe and accessible home environment in their residence.

To request additional assistance or information on any phase of their health care plan they do not fully understand.

To inform the staff when a health condition or medication change has occurred.

To notify the Agency when they will not be home for a scheduled home care visit.

To notify the Agency prior to changing their place of residence or telephone.

To notify the Agency when encountering any problem with equipment or services.

To notify the Agency if they are to be hospitalized or if a physician modifies or ceases their home care prescription.

To make a conscious effort to comply with all aspects of the plan of care.

To notify the Agency when payment source changes.

To notify the Agency of any changes in or the execution of any advanced directives.

To inform staff of their health history, including past hospitalization and illnesses.

Agency Responsibilities

Before the care is initiated, the agency must inform a patient orally and in writing of the following:

The extent to which payment may be expected from third party payers;

The charges for services that will not be covered by third party payers;

Services to be billed to third party payers;

The method of billing and payment for services;

The charges that the patient may have to pay;

A schedule of fees and charges for services;

The nature and frequency of services to be delivered and the purpose of the service;

Any anticipated effects of treatment, as applicable;

The agency must inform a patient orally and in writing of any changes in these charges as soon as possible, but no later than five (5) days from the date the home health agency provider becomes aware of the change;

If an agency is implementing a scheduled rate increase to all clients, the agency shall provide a written notice to each affected consumer at least 30 days before implementation;

The requirements of notice for cancellation or reduction in services by the organization and the client; and

The refund policies of the organization.

The agency shall not assume power of attorney or guardianship over a consumer utilizing the services of the agency, require a consumer to endorse checks over to the agency or require a consumer to execute or assign a loan, advance, financial interest, mortgage or other property in exchange for future services.

Washington State Bill of Rights

Below are your rights verbatim as set forth by Washington Regulations RCW 70.127.140 and WAC 246-335-075. This agency honors all the rights below and as listed above.

A listing of the in-home services offered by the in-home services agency and those being provided;

The name of the individual supervising the care and the manner in which that individual may be contacted;

A description of the process for submitting and addressing complaints;

Submit complaints without retaliation and to have the complaint addressed by the agency;

A statement advising the individual or representative of the right to ongoing participation in the development of the plan of care;

A statement providing that the individual or representative is entitled to information regarding access to the department’s listing of providers and to select any licensee to provide care, subject to the individual’s reimbursement mechanism or other relevant contractual obligations;

Be treated with courtesy, respect, privacy, and freedom from abuse and discrimination;

Refuse treatment or services;

Have property treated with respect;

Privacy of personal information and confidentiality of health care records;

Be cared for by properly trained staff with coordination of services;

A fully itemized billing statement upon request, including the date of each service and the charge. Licensees providing services through a managed care plan shall not be required to provide itemized billing statements; and

Be informed about advanced directives and the agency’s responsibility to implement them.

This agency shall ensure rights under are implemented and updated as appropriate.

Contacting UsIf there are any questions regarding this Rights & Responsibilities policy, you may contact us using the information below.

If you require any more information or have any questions about our Rights & Responsibilities, please feel free to contact us by email at info@vhhca.com

Update
This web site Rights & Responsibilities policy was last updated on: March 27, 2019
Should we update, amend or make any changes to this document, those changes will be prominently posted to Vancouver Home Health Care Agency LLC website.

At Vancouver Home Health Care Agency, Caring and Compassion is our business.

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